Payment Coordinator


Date: Mar 29, 2021

Location: Pittsburgh, PA, US

Company: New York Life Insurance Co


When you join New York Life, you’re joining a company that values development, career growth, collaboration, innovation, and diversity & inclusion. We want employees to feel proud about being part of a company that is committed to doing the right thing. Through various resources and programs, you can grow your career while developing personally and professionally.





As a Payment Coordinator, you will interact daily with our clients and insureds as well as New York Life Agents on phone calls related to overpayment recovery for all group insurance product lines.  You will spend about 30% of your time on the phone, setting up repayment plans for outstanding overpayments, including educating our customers and clients on the overpayment process.  You must be able and willing to problem solve by providing information, processing transactions or delegating requests to other functional business teams. This position requires a strong ability to grasp new concepts quickly, actively listen and present the information with a strong level of confidence and professionalism.  In addition, as a Payment Coordinator you must demonstrate empathy when working with customers and clients.  


Primary Responsibilities

  • Answer roughly 20-30 incoming calls daily; simultaneously process applicable transactions to include payment processing and creation of recovery plans
  • Once assigned, utilize the training and resources to manage your caseload of approximately 1400 claims
  • Establish high quality customer relationships - using information resources, active listening and technical knowledge to respond to external and internal inquiries
  • Develop and maintain working knowledge of systems needed to process overpayment recoveries via ACH, credit and debit card.
  • Develop expert-level knowledge, comprehension, and application of all products in assigned skill sets, software applications, and processes
  • Demonstrate high proficiency in subjective metrics to include customer service focus, effective communication, technical knowledge, professional growth/engagement, accountability/dependability, technical knowledge and decision making
  • Align and adhere to team metrics, i.e., quality monitoring, phones, production, attendance, tasks, and quality processing



  • High school diploma, or GED from an accredited school required; Associate's or bachelor’s degree preferred
  • 1 + years of customer service experience in case management, accounts receivable, and building payment plans
  • Ability to interpret customers’ needs, identify solutions, and effectively correspond with clients and internal business partners
  • Technical aptitude and ability to multitask and navigate between multiple proprietary applications while on a call; intermediate Excel skills strongly preferred
  • Ability to analyze information provided, gather facts and document necessary files appropriately to decision and adjudicate claims
  • Ability to multitask, gather and input necessary information simultaneously
  • Demonstrated ability to fact find and gather information to make appropriate decisions to adjudicate your claims.  


Training & Development

  • Representatives undergo a comprehensive paid on-site training program to learn about the overpayment recovery process in the insurance industry, compliance, and transaction processing.  Your training schedule will be from 8:00 AM EST – 4:30 PM EST Monday through Friday for the first 6-8 weeks, and you will move to your regular schedule after completion.



  • Competitive full-time base salary, overtime eligibility plus target bonus



  • Paid vacation, Health care, 401K match, Tuition assistance, & Flexible spending accounts


Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by our Foundation. We invite you to bring your talents to New York Life, so we can continue to help families and businesses “Be Good At Life.” To learn more, please visit LinkedIn, our Newsroom and the Careers page of

Job Requisition ID: 83369




Nearest Major Market: Pittsburgh

Job Segment: Social Media, Claims, Accounts Receivable, Marketing, Insurance, Finance